Contact Center Pipeline

AUGUST 9, 2018

In today’s customer-driven business climate, you’d think that customer care leaders would have an easier time getting companywide buy-in for customer-centric change. It’s no secret that, in some companies, the contact center doesn’t always get the respect it deserves.

Customer centricity 127

Customer centricity Contact Center Customer Care Call Center 127

C3Centricity

JUNE 25, 2020

We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation. But I know that many struggle, even in more normal times, to be customer centric.

Customer centricity 71

Customer centricity Metrics Marketing Advertising 71

Skybridge

SEPTEMBER 7, 2022

As a consumer, I know how I feel when I have to reach out to customer care. But what happens to that short-fused customer who isn’t so lucky? Does your customer care team have the resources to meet the demands of today’s easily agitated customers? Some brands (our favorite brands) make it so easy.

Customer Care 52

Customer Care Customer centricity Self service Contact Center 52

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. Visual engagement has been proven to be a transformative medium for providing customer care.

Customer centricity 104

Customer centricity Technology Enterprise Airlines 104

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. Your business can develop customer-centricity DNA.

Customer centricity 74

Customer centricity Construction Accountability Feedback 74

Skybridge

APRIL 14, 2021

Indeed, many “customer-centric” brands of the pre-2020 era are coming to the sobering realization that, in order to fully rebound, they’ll need to do a lot more than “re-open” or scale up. Well, to quote Blake Morgan in her recent Forbes article: “Just because a company was once customer-centric doesn’t mean it still is in 2021.”.

Customer centricity 52

Customer centricity Customer Care Self service Personalization 52

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Why It Works.

Customer Care 98

Customer Care Transportation Government Construction 98

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

ShepHyken

SEPTEMBER 22, 2023

Implementing self-service features will allow customer service experts to focus on these more complicated issues, resulting in a better overall customer experience. #2 Customer care In today’s business landscape, customer care is crucial in protecting a company’s brand reputation.

Customer Service 151

Customer Service Chatbots Self service Customer Care 151

CCNG

NOVEMBER 16, 2022

People who work inside the organization frequently rationalize why their processes are not as customer-centric as they should be. Throughout the entire process, was the customer treated in a way that clearly reinforced their importance to your business?

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. The post Behind the Scenes of Government Social Media Customer Care appeared first on Russel Lolacher. “Yes, but what do you do? Thanks, Dad.

Government 52

Government Customer Care Transportation Benchmark 52

Skybridge

NOVEMBER 12, 2020

Even as 2021 looms, too many people say “Customer Experience” when they actually mean “Customer Service.” And too many executives perceive Customer Experience as something they can train their employees to do without seeing the bigger picture and building the requisite customer-centric culture, processes and technology.

Customer Care 52

Customer Care Government Self service Education 52

Skybridge

OCTOBER 13, 2020

At the heart of all five, unsurprisingly, there is a total focus on customer-centricity. And they want reassurance that customer care agents have been hired and trained to deliver truly caring service and a superior experience. We seamlessly integrate our superior customer care skills with your brand messaging.

Customer Care 52

Customer Care Customer centricity Marketing Analytics 52

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Government Construction 59

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer Well-Being (efforts to translate customer knowledge into organizational attitudes and behaviors). Lynn Hunsaker.

Customer Care 66

Customer Care CRM Customer Experience Customer advocacy 66

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer Well-Being (efforts to translate customer knowledge into organizational attitudes and behaviors). Lynn Hunsaker.

CRM 59

CRM Customer Care Customer Experience Customer advocacy 59

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. COPC: In what ways does COPC certification benefit Mastercard customers directly?

Customer Experience 75

Customer Experience Customer centricity Customer Care Best practices 75

Peter Lavers

JANUARY 26, 2016

We’re delighted to announce that WCL’s Cross Sector Relationship Marketing and Customer Experience Director, Peter Lavers, has again been recognised as a leading influencer in the field of Customer care and Customer Experience! Click on the image to read the article.

Customer Care 100

Customer Care Marketing Customer Experience Customer centricity 100

ShepHyken

OCTOBER 8, 2019

They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction. The Interview with Sam Lessin: The world is becoming more customer-centric, but not every company is keeping up. Customers now expect companies to be as easy to reach as their friends are.

Customer Care 238

Customer Care Customer centricity Analytics Coaching 238

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . The secret weapon in social customer care isn’t that much of a secret, it’s all in the name. Great social customer care can do the same. BONUS BENEFIT!!!

Customer Care 45

Customer Care Advertising Feedback Customer centricity 45

Bill Quiseng

DECEMBER 6, 2021

Then let them know that you want to emphasize customer-centricity – always revolve around the customer. To customers, it’s all about them, not the employees. Then let them know that you want your employees, not to take care of customers, but to care for customers.

Customer centricity 195

Customer centricity Education Customer Care Surveys 195

ShepHyken

NOVEMBER 19, 2018

Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Fader and Toms recently spoke on the Knowledge@Wharton radio show on SiriusXM about the importance of being customer centric.

Customer Service 214

Customer Service Customer centricity Self service Customer Care 214

ShepHyken

OCTOBER 9, 2018

They discussed how to create a consistent customer experience, why you should listen to your customers (and what to do with what they tell you), and how you can create a customer-centric organization. The fundamental way to be customer-centric is to listen to customers consistently.

Customer centricity 255

Customer centricity Feedback Customer Experience Customer Service 255

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision.

Customer Care 26

Customer Care Customer centricity Multi-channel support Multichannel 26

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care 26

Customer Care Customer centricity Multi-channel support Customer Service 26

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care 20

Customer Care Customer centricity Multi-channel support Customer Service 20

Beyond Philosophy

MARCH 8, 2017

Rather than this be a rant let’s look at the key issues with Telecom’s Customer Experience? Telecoms lack Customer Centricity. The customer must chase the organization. Quite frankly, a lack of Customer Centricity does not create a win-win situation or even a win-lose situation. This is simply unacceptable.

Customer Experience 313

Customer Experience Customer centricity Engineering Consulting 313

Skybridge

AUGUST 24, 2023

Deloitte Digital 2023 Report on New Realities for Contact Center Transformation Have your customers been looking for a better experience at your contact center? If the thought of outsourcing your in-house customer care operation sounds as pleasant – and safe – as juggling chainsaws while running a marathon, I get it.

outsourcing 52

outsourcing Contact Center Customer Care Average Handle Time 52

Skybridge

FEBRUARY 6, 2023

If you find yourself in that camp, I’d like to offer a few words of caution: Be careful how you define cost. If you’re a customer-centric brand, you’ve invested mightily in long-term relationships, customer profitability, and the underlying loyalty factor that fuels those metrics. Customers feel it.

Customer centricity 52

Customer centricity Customer Care Contact Center Metrics 52

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 243

Customer Experience Advertising Employee engagement Sales 243

Dialer 360

MAY 14, 2019

Customer-centric isn’t about offering the best customer service. Even though, the strategy is based on putting with the customer first. Their customer-centric strategy with results. This is also applying to find from the customer centricity towards call centers. First-Call Resolution (FCR).

Customer centricity 24

Customer centricity Call Center First call resolution Big data 24

ShepHyken

DECEMBER 5, 2022

This is a financially driven, inside-out view of customer support and not an outside-in, customer-centric approach. If companies truly want to reduce the cost associated with customer support, learn from these calls and fix the upstream issues that are creating the need for the calls in the first place.

Customer Service 173

Customer Service Gamification Customer Support Customer centricity 173

Horizon CX

JUNE 27, 2023

Imagine a scenario where a company’s marketing campaigns project an image of exceptional quality and superior customer care. However, when customers interact with the company’s representatives or use their products or services, the experience falls short of the promised brand perception.

Customer Experience 52

Customer Experience Customer centricity Marketing Feedback 52

JivoChat

JULY 26, 2023

Overall, these benefits foster a positive perception, establishing businesses as reliable and customer-centric, thus enhancing a more proactive and satisfying customer experience. Understanding the shift from reactive to proactive support The transition from reactive to proactive techniques has offered good customer service.

Customer Support 75

Customer Support Customer centricity Chatbots Analytics 75

Tethr

JANUARY 24, 2022

Get unique insights into customer experience, customer care, and sales, with entirely different metrics and reports for each department. Key takeaway: TethrRx delivers the information CX leaders and managers need to really make a difference in the customer experience. Deliver more efficient Customer Care solutions.

Benchmark 104

Benchmark Average Handle Time Customer Care Sales 104

Blueship Call Center

FEBRUARY 25, 2021

The Role of Customer Care and Telemarketing Services Post-Covid. Apart from core operations, an entrepreneur has to focus on voice calling, especially customer care and telemarketing services. Telemarketing is way more challenging than customer care and tech support. Customer-centric approach.

Telemarketing 40

Telemarketing outsourcing Customer Care Call Center 40

Beyond Philosophy

SEPTEMBER 11, 2014

According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ” If you enjoyed this post, you might be interested in the following blogs: Didn’t Believe Amazon Was Customer Centric Before?

Banking 347

Banking Employee engagement Customer centricity Consulting 347